Technical Analyst 2-Support

$66,810 - $106,995/Yr

Oracle - Boston, MA

Full-time - Entry Level

Boston, MA

Publishing Industries

About the position

The position is part of Oracle's new organization focused on Health Applications & Infrastructure, aimed at improving healthcare through innovative technology solutions. The role involves troubleshooting technical client issues across various platforms and systems, requiring a deep understanding of product interactions and effective communication with stakeholders. The candidate will contribute to creating a world-class engineering center dedicated to excellence in healthcare technology.

Responsibilities

• Support products, platforms, databases, applications, tools, networks, etc.
• Create/execute troubleshooting queries, scripting, or utilize tooling to help identify issues and issue impact.
• Gather and analyze log files to identify potential failure sources using troubleshooting tools such as Splunk, Blackbird, BMC Appsight, etc.
• Understand integration points with related products and identify potential failure points.
• Identify and communicate workarounds for client requirements when necessary.
• Escalate and collaborate with Service Team resources to investigate potential next steps when applicable.
• Provide technical information to Service Team with recreation and causal details.
• Collaborate on potential paths for correction to Service Teams considering client needs and custom workflows.
• Participate in Service Team meetings to prioritize current issues based on impact/work effort.
• Prioritize tickets in queue based on high impact clients and specific categories.
• Participate or lead regularly scheduled scrums or collaboration meetings with others supporting the same products or platforms.
• Directly communicate regular updates to both internal and external stakeholders.
• Assist with Contact Driver ideation and reduction to eliminate problematic/repeat volume.
• Engage in Major Incident Review to identify paths to reduce and eliminate high impact issues.
• Participate in and drive CAPA discussions to further identify paths to eliminate high impact issues.
• Collaborate with operations/OHH teams and participate in operations meetings as a stakeholder.
• Assist with new products/new code being turned over to Support from Service Teams to ensure proper details and documentation are provided.
• Provide 24x7 On Call Support for all Products for critical incidents.

Requirements

• U.S. Citizenship on U.S. soil is required.
• Bachelor of Science degree in Computer Science, Computer Engineering, Software Engineering, Computer Information Systems, Information Systems, Information Technology or related field, or equivalent relevant work experience.
• Experience troubleshooting in a technical support environment.
• Experience with SQL and Linux.

Benefits

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Flexible Vacation and accrued vacation benefits
• 11 paid holidays
• Paid sick leave with carryover
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance